Nest Hub Max not responding

[adriannorth]

Please can someone proffer some advice on what I can do next with my Nest Hub Max.

Purchased 28dec22 Google Store £169.00

Setup was a doddle and worked flawlessly until a few weeks ago. Up until then my wife said it was the best piece of tech we ever bought.

Use it to control light sockets in one room.

Meet video calls to family members once a week.

Listening to background music during the day, whilst photo frame is displaying Google Photo album.

Use of Home Control and Assistant on iPhone or iPad is faultless.

Nest is set to Home. I have set an automation that will alert me in the event that the Nest might decide to set itself to away.

Trying to use dashboard to turn lights out just gives Loading…

Trying to use dashboard to play music just gives pulsating greyed out view of app in question.

Hey Google lights out…

20 secs later

hmmm Something went wrong try again in a few seconds

Hey Google lights out…

20 secs later

There was a glitch

Occasionally comes back to life for a few moments.

Has been completely reset, deleted and reinstalled, without making any difference.

Question is, how many times does one have to do a complete reset and reinstall.

Or should this be done once a day.

Download speed > 64 Mb/s

Upload speed > 15 Mb/s

Fixed local IP address

5Ghz

No VPN or port forwarding

Fuchsia version

11.20230306.3.135

Software version

52.94.21.547883872

Chromecast firmware version

1.69.362882

I would prefer not to hear Google stock reply of “… nothing to do with us it must be your router…”.

Ideal solution would be for it to be changed back to how it was when I purchased it, except with an option to prevent forcing new untested updates on to it. I suspect it is to do with the assistant software in the Nest Hub Max.

BTW the analytics are switched on.

Kind Regards

Adrian

[Juni]

Hi adriannorth,

Thanks for reaching out and for being a step ahead of us. Have you tried using another network to isolate this? We totally understand that troubleshooting can be frustrating, but this is the most helpful step to figure out what's going on with your device. Let's give it a try.

Regards,

Juni

[adriannorth]

Thank you for your reply. Since my post I worked through all of the stock answers without any success. Then I set up a new network using a cellular hotspot and the Nest Hub Max worked perfectly as it did originally. This indicated that the fault was in the BT Smart Hub 2. The firmware in these changes on a regular basis, which might explain why the fault has only occurred recently. This test is not a fix, as I had to pay out for the cellular data. Today I have replaced this hotspot with a travel router that is wired into one of ports in the back of the BT hub. I then configured the Nest Hub Max on to the travel router. I have been running tests all day and it seems to be working perfectly. This indicates that there is an issue with the BT hub WiFi that has only occurred recently, possibly due to a firmware update. The firmware I am using in it is v0.40.00.04147-BT. As I now have a usable workaround, I hope that the community that may also have this issue get together to confront BT. Any further advice would be most welcome. Kind regards, Adrian.

[Alex_S]

Hello adriannorth,
 

Thanks for the update. All routers are different, and each setting may or may not be compatible with Google Home devices. Below are the suggested settings on a router:

• Enable: Universal Plug and Play (UPnP), multicast, Internet Group Management Protocol (IGMP)
• Disable: AP/client isolation, virtual private networks (VPNs), proxy servers, IGMP Proxy. VPNs and proxy servers should be disabled on your computer as well (if applicable).
• DNS: 8.8.8.8 and 8.8.4.4
• Security: Google Home supports WEP, WPA, and WPA2 wireless security protocols. These protocols prevent uninvited guests from connecting to your wireless network and encrypt your private data as it is transmitted over the airwaves.

You can try to configure the BT hub’s settings and connect Google Nest Hub Max to it. =

Kind regards,
Alex